Senior Engineer, Infrastructure Platform

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. What's the opportunity? Intercom is the AI Customer Agent company, and our platform is what makes shipping that innovation possible. At Intercom, shipping is our heartbeat , and product teams shouldn't have to worry about infrastructure—it should “just work.” We are hiring a Senior Engineer for the Infra-Platform team, part of our broader Infraservices Group. Our team’s mission is simple but powerful: prevention is better than cure. We provide the tooling and platforms that make reliability, observability, secure deployment, and velocity the default path for every engineer. We make it incredibly easy to do the right thing, and appropriately hard to do the wrong thing. You will be joining a high-performing, high-autonomy team of deeply tenured engineers (our median tenure is five years!) who hold a high bar for execution and collaborative problem-solving. As a Senior Engineer, you will be a critical force-multiplier for the entire RD organization. You won’t just keep the lights on; you will drive generational changes in our architecture, automate away toil, and eradicate manual work so our product teams can focus entirely on delivering customer value. Learn how we ship 250 versions of Intercom per day , discover our engineering culture at intercom.engineering , and explore our engineering values . What you’ll do? Automate everything: Eradicate manual, repetitive, and unscalable work. You will view infrastructure challenges as software problems, building automation and tooling that accelerates RD. Drive architectural evolution: Plan, design, and execute generational changes to Intercom’s core infrastructure. You will navigate complex scaling challenges and build elasticity into our systems. Deliver operational excellence: Own the reliability of our core services. You will respond to operational events, dig deep to understand why they happened, and engineer permanent, preventative solutions. Be full stack: When there is an issue, you don’t stop at the infrastructure layer. You dive deep into our application code to trace problems out to the edge and fix customer-facing issues. Force-multiply through enablement: Abstract away shared concerns like security, compute, availability, and costs, so product engineers don't have to think about them. You'll scale your expertise through exceptional, easy-to-use agent skills, documentation, and reliable defaults. Raise the bar: Hold yourself and your teammates accountable with deep empathy. Share your domain expertise, review code quickly, unblock your peers, and foster a culture of continuous learning and support. Ship production-grade systems: Independently lead complex initiatives, owning the design, implementation, testing, and operational runbooks for high-impact infrastructure projects. What skills do I need? We don’t expect perfection. If you have most of this and you’re excited, we want to hear from you. We can shape the position for the right person. Cloud infrastructure expertise: Multiple years designing, building, and operating high-scale distributed systems and platforms in a cloud environment (ideally AWS), with accountability for availability, performance, and ... (truncated, view full listing at source)